Technology news for Australia's largest enterprises
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AI projects set to double, with CX the key driver behind growth
“The rising number of AI projects means that organisations may need to reorganise internally to make sure that AI projects are properly staffed and funded."
Tech/talent combo key to solving underemployment, says Verint
IT and HR leaders must work more closely together to redefine the future workforce in order to keep the Aussie job market from collapsing.
Qualtrics aims to help organisations master experience management
Experience Basecamp helps users master XM products, including CustomerXM, EmployeeXM and Research Core.
How customer service directly impacts company revenue
The impact of bad customer experiences goes far beyond short-term sales.
Why businesses that prioritise CX generate 11% higher shareholder returns
“Locally, consumers are becoming more open to engaging in services and offerings that are hyper-personalised."
Adobe: CX a priority for business but tech adoption lags
Nearly half of global companies categorise their CX maturity as “not very advanced” (46%), with just 9% of APAC companies being “very advanced.”
How businesses can transform their customer experience in a realistic and timely way
“Businesses can’t simply decide to transform one day, then jump straight into making change for change’s sake."
Why Aussie brands blame their customers for CX shortfalls
Customers, on the other hand, see experience as a shared responsibility.
How businesses should approach designing a digital experience program
True product exclusivity has become rare, so customer experience is one remaining sustainable differentiator and a proven path to stronger competitive positioning.
Microsoft urges organisations to tackle data blindspots
Despite significant focus placed on CX transformation, over a third of Australian organisations claimed that more than one in five of their projects failed.
Exclusive: How Australian businesses can foster customer loyalty with CX
From boardrooms to meeting rooms, there’s an overwhelming recognition of the importance of CX, particularly when it comes to building customer loyalty.
Survey reveals CX disconnect is risky business
Too much conversation and too little action could lead companies to neglect, lose, and repel their very lifeblood, according to Dimension Data.
What AI should look like in the consumer-directed economy
Avaya's Peter Chidiac says among all the opinions on what constitutes customer experience, it's clear that they will not wait for businesses any more.
Forrester’s 14 quick tech predictions for 2019
Forrester weighs in on 2019 predictions, looking at how organisations will shift into a more precise application of transformative technologies.
8x8 selects Confirmit to deliver deeper customer insights
Confirmit Horizons platform to power customer voice programme for leading cloud communications solutions provider 8x8.
CX perception gap means opportunities for channel
A new survey from Mitel shows that businesses’ customer experience isn’t as good as they think - but tech could be a big part of the solution.
Global CX company claims stake in A/NZ market with acquisition of local boutique
The company will also set up an office in New Zealand as a part of the expansion.
5 major CX trends to expect this year - Qualtrics
Customer experience can make or break a customers loyalty to a brand, which is why Qualtrics has released their 5 expected trends for CX this year.
Cohesity nabs CX award with its automated approach
A/NZ MD says the NorthFace ScoreBoard Award for Achieving Customer Excellence validates Cohesity's investment in pre-emptive customer support.
Finance services ready to spend for customer ID tech - Research
A Forrester Consulting study has revealed that 79% of financial service firms are willing to pay to improve customer identification and experience.
Gartner says fertile ground for channel in CX tech
25% of organisations will use chatbots by 2020 and other predictions for CX tech by analysts at the Gartner Customer Experience Summit 2018 in Tokyo.
Optus inks deal with NiceInContact to ramp up customer experience
Optus Business has expanded its long-standing relationship with NICE with the closing of a new, customer experience focused deal.
Why the future of customer experience is both human and machine
Touchpoint's CEO says when it comes to customer experience don’t believe the ‘robot revolution’ will happen overnight.
How to regain customers' trust after a CX failure
It only takes one mistake to lose trust.